Ancillary Sales Performance Manager

At Great Wolf, the Ancillary Sales Performance Manager is a corporate support role responsible for elevating Guest Services (GS) ancillary sales performance across all Great Wolf Lodge properties through hands-on training, coaching, and data-driven performance guidance. This role owns the development and motivational delivery of the training programs that empower pack members to effectively sell ancillary products.

This is a highly visible, lodge-facing position requiring extensive travel and close collaboration with lodge leadership, the Ancillary team, and the broader Corporate Support organization. When not on-site, work is performed remotely or from the Great Wolf corporate offices; evening and weekend availability may be required to align with lodge operational schedules.

• Design and develop comprehensive training curricula for Guest Services pack members, including platform navigation, upsell workflows, performance tracking, and best practices
• Build product-specific training modules covering individual GWR ancillary offerings, including the hierarchy of products and guidance on when and how to sell each
• Develop training content that differentiates selling techniques across distinct sales environments: behind the front desk, at kiosk stations using iPad, and at outlet POS
• Create and record virtual training content that pack members can access on demand, supporting self-paced learning between in-person visits
• Incorporate general sales best practices into training materials, including body language, suggestive selling techniques, and guest service principles
• Continuously refresh and improve training content based on platform updates, product changes, and performance trends

• Conduct in-person training and retraining at each lodge, delivering hands-on coaching to GS teams at the property level
• Provide one-on-one and group coaching to front desk agents, with performance guidance grounded in individual KPI data and upsell reporting
• Identify and address individual skill gaps with targeted coaching plans, building agent confidence and consistency in the sales process

• Monitor ancillary upsell performance metrics at the lodge level and brand-wide using company reporting tools (e.g., Oracle Nor1, Salesforce, Tableau)
• Own on-property ancillary sales performance across assigned lodges, holding accountability for achieving established performance targets
• Analyze property-level performance in depth, partnering frequently with lodge leaders to interpret results and develop strategies that optimize ancillary revenue
• Analyze and interpret quantitative data to identify performance trends, uncover root causes of underperformance and recommend targeted corrective actions
• Create and distribute ad hoc agent performance reports for lodge and corporate stakeholders, translating data into clear, actionable insights
• Identify systemic performance issues and surface findings to both lodge leadership and the Corporate Support team with recommended actions
• Liaise with the Ancillary and Guest Services teams on performance management strategies and escalations
• Partner closely with the Ancillary revenue function to stay ahead of developments such as new package development and pricing updates, and provide feedback to the Ancillary team as part of that ongoing partnership
• Develop and maintain reporting cadences that provide visibility into sales trends, conversion rates, and lodge-by-lodge performance benchmarks

• Lead engaging monthly sales contests for GS leaderboards, including developing contest themes, capturing submissions, and coordinating winner selection
• Present leader board winners and highlight best practices on Corporate Support team calls, fostering a culture of healthy competition and recognition
• Join ad hoc lodge calls monthly to provide support, answer questions, and maintain active communication with property teams

• 3+ years of experience in sales training, hospitality operations, or a related field
• Demonstrated ability to develop and deliver engaging training…